Fraud Customer Engagement Consultant

About the position

As a Fraud Customer Engagement Consultant you own first line support for day-to-day operational and technical questions for our standard support customers. You play a key role in ensuring global solutions are performing to their stated service level agreement (SLA) standards by assessing service statistics and preparing detailed reports, managing and tracking issues to ensure accurate and complete resolution, handling first line support for day-to-day operational and technical questions for our standard support customers. You provide expertise across our fraud and identity platforms and services and are a resource to customers to identify creative and efficient solutions to their objectives.

Responsibilities

• Engagement Management: Inspire customer confidence through timely and reliable execution of services and develop product usage maturity models to ensure customers track to the most effective use of our solutions.
• Project Management: Lead and deliver initiatives and customer engagements, applying demonstrated proficiency to understand business and technical requirements to plan and manage all phases of a customer project lifecycle.
• Problem Solving: Identify the most critical aspects of a problem, and guide business-focused solutions and recommendations that drive customer value.
• Commercial Orientation: Help protect the core value of the relationship and identify strong opportunities beyond direct project work to communicate to sales.
• Advocacy: Identify opportunities for customers to act as advocates for TransUnion.
• Influence: Represent the voice of the customer to inform our sales process and product roadmap.
• Operational Support: Provide operational support for the clients under your management.
• Diverse Perspective: Bring a unique skillset or approach to every customer engagement or internal activity.
• Passion: Actively seek responsibility and take pride in delivering the highest quality results and recommendations.
• Team Player: Effectively integrate, motivate and build relationships with cross-functional team members.

Requirements

• Bachelor's degree in business, finance or computer science or the equivalent plus 3+ years consultancy, project management, implementation management and/or fraud management experience.
• Demonstrated ability to identify opportunities and challenges; consult with the customer to develop solutions.
• Effective customer-service orientation and relationship-building skills.
• Ability to multi-task in a fast-paced environment.
• Exceptional analytical and quantitative skills.
• Flexible work hours to accommodate some overnight travel and on call rotation.
• Advanced skills with MS Word, Excel, and PowerPoint.

Nice-to-haves

• Consultancy and Customer Success experience.
• Fraud management or identity and access management experience.
• Exposure to the financial services or insurance industries.
• Knowledge of TransUnion's fraud and identity product and services.
• Preferred Fluency in Spanish, Portuguese.
• Working knowledge of JSON, Tableau, Looker and/or Databricks.

Benefits

• Flexible time off for exempt associates.
• Paid time off for non-exempt associates.
• Up to 12 paid holidays per year.
• Health benefits (including medical, dental, and vision plan options).
• Mental health support.
• Disability benefits.
• Up to 12 weeks of paid parental leave.
• Adoption assistance.
• Fertility planning coverage.
• Legal benefits.
• Long-term care insurance.
• Commuter benefits.
• Tuition reimbursement.
• Charity gift matching.
• Employee stock purchase plan.
• 401(k) retirement savings with employer match.